1. Scope

This Policy applies to payments made to I9INIT LABS PRIVATE LIMITED (operating as i9 Network) for Neurix subscriptions, implementation, integrations, support and related digital services. Because each engagement is commercially scoped, the accepted proposal, order form, subscription agreement or statement of work (an “Order”) controls where it states different cancellation or refund terms.

2. Before payment

The free Neurix software tier for up to 100 subscribers has no subscription payment to refund. This Policy still applies to any separately agreed paid implementation, migration, infrastructure, third-party service, premium support or other Order.

Before requesting payment, we provide the agreed service scope, amount, currency, applicable taxes, billing frequency, subscription term, implementation charges and renewal terms in an Order or invoice. Customers should review those details and ask for corrections before paying.

3. Cancellation and non-renewal

To request cancellation or non-renewal, email [email protected] from an authorised business contact. Include the customer name and Order or invoice reference. The applicable notice period, effective date and any committed minimum term are stated in the Order.

A cancellation request is effective only after written confirmation from i9 Network. Unless the Order or applicable law provides otherwise, cancellation prevents future renewal charges but does not retroactively cancel services already supplied, committed implementation work or the current paid term.

4. When a refund may be approved

Subject to verification and the applicable Order, a full or partial refund may be approved for:

a duplicate debit for the same invoice or transaction;
an incorrect amount charged due to our billing error;
a successful gateway debit for which no corresponding valid Order, invoice or service entitlement can be confirmed;
services cancelled by i9 Network before delivery, excluding completed or non-recoverable work; or
another circumstance where the Order or applicable law requires a refund.

5. Generally non-refundable items

Unless an Order or law states otherwise, amounts attributable to an elapsed subscription period, completed implementation or professional services, accepted deliverables, customer-requested customisation, or non-cancellable third-party costs are not refundable.

6. How to request a refund

Email [email protected] as soon as the issue is identified. Provide:

customer and authorised-contact name;
invoice, Order and gateway transaction identifiers;
payment date, amount and payment method type;
the reason for the request; and
supporting records that do not expose card numbers, CVV, UPI PINs, passwords or OTPs.

7. Review and processing timeline

We normally acknowledge a complete request within 2 business days and aim to communicate the decision within 7 business days. Complex, disputed or bank-dependent cases may take longer, in which case we will provide an update.

Once approved, we normally initiate the refund through the original payment method within 7 business days. The payment gateway, card network, UPI provider or bank may take an additional 5–10 business days to credit it. We will provide the available refund reference after initiation.

8. Failed, pending and reversed payments

Do not repeat a payment while its status is pending unless instructed. A failed payment is not treated as payment for an Order. If an amount is debited but the gateway reports failure, it may be automatically reversed by the bank or gateway. Contact us with the transaction reference if the amount is not reversed within the time communicated by the payment provider.

9. Disputes and escalation

Please contact us before initiating a chargeback so we can trace the payment and attempt resolution. If the first response does not resolve the issue, reply with “Payment grievance — escalation” in the subject. We will review the matter with an authorised representative and the payment provider where required.

Cancellation and Refund Policy